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Technical Support Analyst, Treasury Management (Technical Services)

  • Operations
  • Full time
  • R-375450

About this role:

  • Wells Fargo is seeking a Technical Support Analyst, internally known in the organization, Customer Service Representative.
  • Provides technical systems support and servicing to Treasury Management clients, supporting moderate to complex ecommerce products and services.
  • Serves as the first point of client contact in providing support for routine technical questions and issues related to assigned applications, systems, products and services.
  • Examples include inquiries regarding systems status and connectivity, application workflow, and technical mechanics of Treasury Management products and services.
  • Uses various applications to troubleshoot and restore customer product functionality.
  • Acts as a liaison between client and internal parties (client services, sales and relationship management, technology) to coordinate satisfactory resolution of technical issues.

In this role, you will:

  • Support financial products and services
  • Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customer issues to provide first call resolution
  • Perform moderately complex customer support tasks
  • Receive direction from customer service supervisor and escalate non-routine questions
  • Interact with customer service team on complex customer issues
  • Provide training on policies and procedures, and provide guidance to less experienced individuals, as well as internal and external customers

Required Qualifications:

  • 2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, education

Desired Qualifications:

  • Experience in IT Support, Customer Service, Financial Services or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, and education.
  • More than two ( 2 ) years of experience in one or a combination of the following: IT Technical Support, E-Commerce Application Support, or E-Commerce Development experience.
  • More than one ( 1 ) year of direct end-user support or customer service experience.
  • Associate or Bachelor's degree holder, in any IT-related course
  • Understanding of computer networking, including but not limited to Local Area Networks ( LAN ), Wide Area Networks ( WAN ), Internet Service Provision ( ISP ), Internet Protocol ( IP ), Local Machine and Group Security Policies, Firewalls, and Web Proxy / Content Filtering.
  • Advanced understanding of end-user Operating Systems, Windows 7 - 10, and Mac OS.
  • Advanced understanding of commercial web browsers such as MS Internet Explorer, Mozilla Firefox, Google Chrome, and Safari.
  • Advanced understanding of smartphones and tablets, including Apple iOS and Android OS, using both native application and web-based functions.
  • Excellent verbal, written, and interpersonal communications skills.

Job Expectations:

  • The Treasury Technical Support Analyst ( TTSA ) is expected to take calls from both external and internal customers.
  • Handle calls from Corporate and Commercial customers, and internal client service officers who escalate Tier 2 calls to our team. 
  • The TTSA shall assist customers troubleshoot with making their deposits. Engagements could include scanner will not initialize, unable to detect the default scanner, drivers not installed, unreadable MICR, check jams / feeding issue, black streaking, general walkthrough questions, adding Wells Fargo as a trusted site and more.
  • Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact.
  • Interact with immediate team and communicate with other departments.
  • Perform research to resolve complex customer problems.
  • Interact with internal and external customers.
  • Candidates must be willing to work during night shift, weekends off.
  • Candidates must be amenable to work full-time onsite, Five/NEO Building, BGC, Taguig City.

Posting End Date: 

23 Jul 2024

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

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Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

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